Resend the welcome email Resend the welcome email again to the employee. If the employee still doesn't receive it, continue with the troubleshooting steps below.
Check that the employee's email address matches with their profile Check you've entered the correct email address when you set up the employee for Sage HR Online Services. We commonly see customers overlooking a small typo, or an employee is checking the inbox of their alternative email address.  TIP: Copy the email address in their Sage HR profile, then check whether a test email sent outside of Sage HR arrives to the employee's inbox. If they don't receive an email from you, this can indicate you've not noticed an error with the email address.
The email address is incorrect If the email address is incorrect, you can change an employee's email address - Sage HR Online Services. Employee checking the wrong inbox If the employee is checking the wrong inbox, get them to check the correct one. If the welcome email is still not there, check their junk folder again, and then complete the rest of the troubleshooting steps outlined below. The email address is correct If the email address is definitely correct, move on to the next check.
- Log in to sage.hr.
- Go to the employee's profile.
You can find them on the Company page or you can search for them in the top left. - On their profile, scroll down then select Personal settings.
- Select the Send notifications by email checkbox.
- If it's ticked, continue with the troubleshooting steps below
-
If it isn't ticked select it, then click Save. Resend a welcome email, if no email arrives, continue with the troubleshooting steps below 
Ask your employee to check their junk or spam folders for a welcome email.
Reset password There's a chance the employee already has a Sage account under the email address you used for them. For example, if they worked for another employer using Sage for payslips with the same email, they would have created a Sage account then. This happened when the previous employer sent a welcome email. This means they may not even need a welcome email to be able to log in to your company after you add them. See what happens when they log in using their existing Sage account password. If they can't remember what this password is, ask them to reset it. Not receiving a password? If they aren't receiving a password reset email, they don't have a Sage account yet and need the welcome email first. Continue with the troubleshooting steps below.
Check email security Check that your employee's email security doesn't block the following email addresses:
|